Position Overview:
As a Senior Operations Manager at TaskUs, you are a strategic leader, responsible for overseeing multiple campaigns, driving operational performance, and leading high-performing teams. With a passion for innovation and people-first leadership, you ensure that every teammate is set up for success, delivering world-class support to our clients.
Key Responsibilities:
- Operational Leadership:
- Lead and manage the end-to-end operations of several campaigns, including Operations Managers, Team Leaders, and their staff, ensuring optimal performance and alignment with company objectives.
- Performance Management:
- Monitor daily operations, analyze performance metrics, and ensure teams meet or exceed key performance indicators (KPIs) related to quality, efficiency, and customer satisfaction.
- People Development:
- Coach and guide Operations Managers to drive team and individual goals. Support talent development initiatives and build high-performance teams through mentorship and performance feedback.
- Client Relationship Management:
- Build and maintain strong, professional relationships with clients through effective communication, reporting, and delivery of exceptional service experiences.
- Cross-functional Collaboration:
- Serve as a key communication link between frontline teams, support departments, and senior leadership to drive process improvements and resolve escalated issues efficiently.
- Process & Policy Implementation:
- Ensure full compliance with internal policies, client requirements, and regulatory guidelines. Assist the Operations Director in developing and refining operational strategies, policies, and best practices.
- Workforce Planning & Staffing:
- Oversee workforce planning efforts including scheduling, training coverage, staffing optimization, and resource allocation to support business continuity.
- Problem Solving & Innovation:
- Use data-driven insights to proactively identify operational challenges and design solutions that improve service delivery and business outcomes.
- Reporting & Documentation:
- Prepare regular operational reports, business reviews, and documentation for both internal and external stakeholders.
Ideal Candidate Profile:
- Proven experience managing large-scale operations with at least 600+ FTEs.
- Minimum of 3 years in a Senior Manager or Director-level role, preferably within the BPO or Customer Support industry.
- Strong skills in Microsoft Office and Google Workspace tools.
- Excellent communication and leadership abilities, with a track record of developing strong team dynamics.
- Ability to work in a fast-paced, high-stress environment while managing multiple priorities.
- Strong analytical, organizational, and client management skills.
- Highly professional demeanor with a resilient, adaptable, and collaborative mindset.
